possibility to start a new chat conversation in our bot

87 Comentarios

  • Comentario oficial
    Mick O'Donnell
    Zendesk Product Manager

    Hello all,

    Thank you for continuing to raise this issue to our team and bringing forward your feedback. We understand and apologize for the confusion on our timelines and updates. Please find more details below on our timeline and where we are sitting with updates; we hope this provides some clarity... 

    1.Bringing the ability for end users to begin a new conversation (while other conversations are in progress) is a high priority for Zendesk. We initially created the Zendesk Web Widget to work seamlessly out-of-the-box in the single conversation mode, and our intention is to build on this work so that all customers can benefit from an excellent multi-conversation experience. This is on our roadmap for a release in 2024

    2. RE: the Sunshine Conversations Web Messenger. While there is no active feature development on this software, it will continue to be fully supported by Zendesk for the foreseeable future. We are actively working to close all feature gaps between the Sunshine Conversation Web Messenger and the Zendesk Web Widget to enable customers to migrate to a more modern experience. If your company requires a multi-conversation experience urgently, we recommend that you consider the Sunshine Conversations Web Messenger for your integration. This Messenger supports the Zendesk messaging experience, and does not require a Sunshine Conversations license in order to use it.

    Thirdly, if you are a mobile-first or mobile-only customer, a multi-conversation experience is already available (as a Beta) for the Zendesk SDK for Android and iOS. If you are interested in joining this programme, please refer your Zendesk account team to this (or open a ticket on support.zendesk.com using the chat launcher on the lower right of the screen), and we can enable this feature on your account.

    We’d like to acknowledge the frustration of changing timelines and assure you that we have not lost sight of the importance of this feature. Due to unforeseen roadblocks, our roadmap has needed to adjust; thank you for your patience as we returned to this thread. Thank you to those who have offered workarounds to these issues to support your fellow customers as well. We will continue to monitor this thread and look forward to having more to share with you as soon as we are able.

  • Mick O'Donnell
    Zendesk Product Manager


    Nice suggestion. This is actually something we have in active development, and will be hopefully releasing in 2022. We agree that it would be a helpful to be able to conduct multiple conversations at the same time (for certain businesses). If there's anything specific that you'd like to see in this feature, feel free to post a comment below. You'd love to get your thoughts!

  • Alex

    Hi team,

    We would like to have the same button as you show when contacting Zendesk support.

    How can we add it to the Mobile SDK or a website widget?

    Thank you,

  • Tim (inactive account)

    I don't think I can go live without this feature. What is the expected release Date? Is there a Beta version for which we can sub?

  • Mick O'Donnell
    Zendesk Product Manager

    Hi Tim,

    Unfortunately we can't share a public release date at this time, all I can say is that it's a high priority item in our roadmap. Once it's ready, it'll likely be available for all customers as early as possible.

  • Natesh G

    Hi Zendesk,

    This feature is highly required for our clients that we take up. Please avail this feature asap

  • Ran Geller

    Hi Zendesk,

    Your Support team told me that the new conversation button and the My conversations list view are custom work from Zendesk side (not out of the box).

    What is the plan to add it to the product? It is a Critical functionality (and the evidence is that Zendesk did some custom work to add this functionality.)

    In intercom this functionality is out of the box...

  • Daniel Marin

    Hi there, 

    Any idea on when this is likely to be introduced? Currently, it appears that if customers will like to start a new conversation after being transferred through an agent, they will not be shown the bot again. 

    Without this, this is a broken product and a major problem with bot functionality. 

  • Minh Phan


    Is there any update on this feature? Or any suggestion for working around?

  • Moss

    +1 on our team looking in incorporate this feature. Since Zendesk has it available on their end I would hope that it can be pushed to your customers sooner rather than later.

  • Whitney Whitmoore

    Mick O'Donnell, Product Manager stated it would be available in 2022. It is now June of 2022. Any update on this??? This is a NEEDED upgrade to the Chat bot capabilities!!

  • Mark G

    Good afternoon,

    This feature is integral to delivery of Support to our clients, can you please advise of a timeline for delivery of this Enhancement?

  • Caroline

    +1 on this. It's an essential feature that should be available. Even in intercom, we get this experience by default

  • Vivek Buthello

    As observed Zendesk Bot wont allows user to Jump on Top or beginning even when they communicating with Bot but it gives Start Over button if they search something not listed in Guide, so cant we get this start Over button in Designing option so where ever needed can add this and Just ask user to click on it. 
    After raising request to agent it remains in same state till the time case is open is second drawback of Bot. Looking for immediate solution on this.

  • Christoph Wurbs

    Mick O'Donnell is it already released?

  • Melinda Mejia

    We are also experiencing the same issue. Can you share a timeline on when this will be fixed? The bot is useless if this feature is not available. The customer experience is going to be bad and will not help our business in any way. Mick O'Donnell

  • Designcement

    First ask about pricing and the ln a different subject is not possible? Not being able to restart is just so bad. How can you not sort out this clear problem? Changed from a competitors chat bot but I will have to move the chat back until this is sorted. If someone wants to know more then 1 thing it’s not possible?

  • Paul Fernandez

    I cannot avail the product without this feature. 

  • Larry Click

    +1 here.  Need this feature

  • Harper Dane
    Zendesk Luminary

    As an end-user, I love the "New conversation" button + ticket history whenever I reach out to ZenDesk Support in their own Messaging widget.

    I would love it even more to be able to implement the same in my company's instance.

    What's the word on release?

  • Wilco van Doorn

    We would really like to implement this feature in our customer experience. 


    Reviving this question.

    When is this feature expected to be released? 

    Not being able to create another ticket has now become a company-wide issue for us. Reporting is also pointless as all the issues are being captured on the single ticket thread for the chat.

  • Sachin Kotekar

    Is there any update on this? When will we expect this feature to be released?

  • Stephen Braverman

    Hello Mick O'Donnell and Zendesk team. Echoing the requests from above. Do we have an update on the timeline for this feature release? The last update on this from Zendesk seems to be a year ago this month. Hoping this is released soon as it's currently a blocker for us from using Zendesk.

  • Onur Okutan
    Zendesk Product Manager

    Hi everyone,

    Thanks a lot for your continuous feedback regarding the need of multi-conversation capability in Messaging, we really appreciate it! We have made some changes to the previously planned timelines for this feature, and at this point we are not targeting a delivery in 2022. We are not able to share a release date at this point, however, our teams are currently working on this and we will provide updates here once we have a timeline to share.

    In the meantime, you can check out our Support SDK and Sunshine Conversations SDK which offer the multi-conversation capability, as they might be a good alternative for you.

    Thank you.

  • Crystal Shepherd

    Thank you for the update, hope to have a release date announced early 2023. I'll agree with everyone here that this is a much needed feature. Using chat in Zendesk support is always such a great experience, it is a little frustrating that we can have the same tools.

    I'm working to implement messenger now and testing is a bit rough since it all seems like one big long ticket.

  • Nick S

    +1 on the above comments - this would be particularly handy for our internal staff who often contact multiple times for different issues via the widget. New Conversation button would allow them to have different conversations on the go at once. 

  • Dermot
    Zendesk Luminary

    Following this thread - hoping for an offering from ZD soon, especially considering they use it themselves and can clearly see the need for it.

    Currently every customer that returns to our Messaging service are immediately presented with their last interaction, with no notification within the chat window that it's a past (and closed) ticket unless the agent communicated that themselves before solving. What ZD are utilizing themselves clearly fixes this issue and presents a better CX - please update soon!

  • 이지훈(Lee jihoon)

    Is there any update on this?

  • Alexander M

    Voting for this feature too. Extremely unfriendly for users to have one endless conversation in chat without possibility to start a new conversation. Strange though that Zendesk team has implemented a solution for their bot already. 


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